Quality & BPO Manager

 

Quality & BPO Manager

• Location: Vauxhall, London
• Hybrid: 2 days in office per week

 

This hybrid role focuses on managing both the Quality function for our Customer Support department and overseeing our BPO partnership. You'll manage our relationship with our Mumbai-based BPO partner who provides quality assurance, training, and operational support. Additionally, you'll ensure quality standards are maintained across the entire department—not just the BPO operations—and that our internal processes are kept up-to-date.

With over 23 million ClearScore users globally (United Kingdom, South Africa, Australia, Canada, and New Zealand), you’ll play a crucial role in helping users better understand their credit scores and reports and ensuring positive user outcomes.

The department consists of four core teams/disciplines:

• Escalations Team - focuses on responding to escalated user queries
• Complaints Team - focuses on resolving user complaints
• Efficiency, Quality, and Training (EQT) - focuses on continuous improvement (1 agent)
• BPO team - focuses on our first-line response (45+agents)

 

What you’ll be doing?

• Work with BPO company to create strategies to improve support KPIs (e.g first response time, full resolution time, quality scores, customer satisfaction, and alignment scores)
• Review monthly BPO billing and create purchase orders for departmental approval, ensuring accurate vendor charges and maintaining budget compliance
• Manage London-based QA graders and facilitate train-the-trainer sessions with process trainers in Mumbai
• Working with the London-based grader to facilitate calibrations, coaching within the department and with our BPO partner.
• Working with internal graders to maintain and develop internal support quality standards
• Map the need for training and onboarding programs and initiate projects using Jira and analytical skills to monitor progress and adjust plans as needed
• Facilitate meetings with BPO to maintain consistency in internal evaluations
• Continually work on process improvement for the department
• Support delivery of key initiatives to drive value, enhance user experience, and deliver consistent customer service
• Support the vision and strategy for the Customer Operations function, which supports a broader business growth strategy
• Form strong feedback loops with both internal and external stakeholders to build and maintain feedback loops between our users and the wider ClearScore team.

 

 

Skills we’d like you to have:

• Intermediate level in Microsoft Office (Excel, Word, and PowerPoint)
• Excellent numerical skills and an understanding of statistics
• Excellent written communication skills
• Experience writing operational process/procedure documents and flow charts
• A track record of supporting the delivery of initiatives to drive key service metrics (CSAT, SLAs, NPS, QA, user value etc.)
• Willingness to learn and experiment
• Ability to work independently
• Experience using CRM tools like Zendesk is a plus

 

 

Why ClearScore?

ClearScore is the UK's #1 credit score and report app. We are also present in South Africa, Australia and Canada, with more than 20 million users globally and growing fast. Someone joins ClearScore every 20 seconds. We have established relationships with over 50 of the main lenders in the U.K., and have been a trusted tool for customers to manage their credit and make better financial decisions.

Since October 2016 we have helped 1.8 million users take out a new credit card or loan. We are user-centric at our core and we believe in leveraging technology to enable positive financial choices. We are design-led and data-driven and we embed these behaviours in everything we do.

Our company culture is a fundamental part of all we have achieved. We believe in hiring smart, driven, passionate and diverse people who are keen on having a real impact in our organisation. We trust you to manage your own time so we offer flexible work and no fixed desk hours. We don't micromanage and we believe in measuring outcomes rather than effort. We have an inclusive culture where all, regardless of seniority, are encouraged to contribute with their ideas, look after their wellbeing and actively seek opportunities for career growth.

If you feel like this could be the place for you, apply and our Talent team will be happy to share more.

 

Benefits:

• 25 paid holidays and a “duvet day” on your birthday
• Hybrid Work Environm